System and method for providing service technicians access to dispatch information

ABSTRACT

A secondary source of dispatch information is provided in the event of a failure of a primary source of dispatch information. The second source of dispatch information can be accessed electronically by service technicians in the field when the primary source of dispatch information fails so that service technicians do not have to contact operators in a central office to obtain the dispatch information. The secondary source of dispatch information can distribute the dispatch information in a number of ways including e-mail, web and other methods.

BACKGROUND

1. Field of the Invention

The present invention relates generally to systems that use redundancyto provide access to information stored on failed systems. Moreparticularly, the present invention relates to providing access todispatch information for service technicians to more effectivelyschedule their tasks in the event that their primary source of dispatchinformation is unavailable.

2. Background of the Invention

Integrated dispatch systems (IDSs), such as Telcordia's Media VantageForce, are commonly used to schedule dispatch of service technicians.These service technicians can be generally classified as eitherinstallation technicians or maintenance technicians. Installationtechnicians primarily install new services. Maintenance techniciansprimarily respond to trouble calls. The service technicians are placedin the field to respond to service orders that can range in nature frominstallations to repairs.

Internally, service orders are tracked using documents called troubletickets. The trouble tickets contain information related to service jobsthat are to be performed by the service technicians. Generally, thetrouble tickets are maintained in electronic form and stored in the IDS.The IDS is responsible for scheduling the service jobs using theinformation contained in the trouble tickets.

Database servers in IDS systems use proprietary software (e.g.,Telcordia's Media Vantage Force software) to retain all informationabout customers who had have reported problems and the status ofinstallation orders. Generally, the information is stored in theelectronic trouble tickets described above. These database servers areaccessed to obtain dispatch information that is required to efficientlydispatch service technicians to complete their jobs. If access to thedispatch information is interrupted (for example, due to a power failureor some other interruption), and is not available to the technicians,the technicians cannot efficiently determine where they should be orwhat jobs that should complete. Consequently, their productivity isgreatly reduced.

There has been a move to mechanize distribution of dispatch informationto technicians. Mechanization allows decentralized access to thedispatch information and reduction in the effort required to respond totechnician dispatch requests. For example, a technician equipped with alaptop computer can access dispatch information in the IDS' databaseservers via a wireless network in a mechanized dispatch informationsystem. Generally, an application server provides the interface for thetechnician to access the dispatch information.

Paper records have been maintained during the mechanization process toprovide a backup in the event of a failure of the IDS system. In theloop maintenance operating system (LMOS) Mapper dispatching system, forexample, reports are run periodically throughout the day that obtain asnapshot of the load at the time the report was run. The load indicateswhere technicians are dispatched and what jobs they were working on.Though these reports are generally a few hours old, they provide abackup in the event of an IDS failure that prevents technician access tothe dispatch information. When such failures occur, technicians in thefield contact operators to get dispatch information such as new taskupdates or information regarding existing tasks. The operator identifiesthe appropriate paper record report that contains the dispatchinformation that is required to respond to the technician's query.

One problem with older systems such as LMOS Mapper is limited capacity.Large service companies, such as large telephone companies, can havemore than 15.000 technicians to service maintenance and installationrequests. This number of technicians exceeds the capacity of the LMOSMapper dispatch system. As a result, newel systems are being developedto handle these larger numbers of technicians. One of the ways forachieving the increased capacity in the new systems is to eliminate thegeneration of the backup paper records. Elimination of the backup paperrecords frees processor cycles that can be used to service the largernumber of technicians. However, elimination of the paper records alsoprecludes their use by operators to assist technicians in the event ofIDS failure.

Another problem that arises from the move to mechanized dispatchinformation distribution is that fewer staff are retained to answercalls from service technicians when the IDS failed. The remaining staffwould be likely overwhelmed by dispatch information request calls madeby the thousands of technicians in the field in the event of an IDSfailure.

As a result, without the paper records, it is generally difficult for alarge service company to dispatch its service technicians when access tothe IDS is interrupted. Compounding the problem, the remaining staffcannot hope to respond to the thousands of technician requests thatwould occur in the event of an IDS system failure. Consequently, 15,000technicians or more could be left with literally nothing to do. Thispossibility is a significant risk associated with newer systems.

Newer systems may also include one or more terminals available that canbe used to access the information in a database server to be used fordispatching technicians. These direct access terminals do not adequatelysolve the foregoing problems for at least two reasons. First, there isinsufficient staff to operate such terminal(s). Second, these terminalscannot be used if the database itself fails. As a result, even directdatabase access terminals do not assure adequate coverage in the eventof system failure.

SUMMARY OF THE INVENTION

The present invention solves the foregoing problems with conventionalIDS systems by providing a backup information device accessible totechnicians in the event of failure of the primary source of thedispatch information. Preferably, the backup information device does notrely on the operation of the database servers in the primary source ofthe dispatch information. For clarity, the present invention isdescribed for embodiments in which the primary source of dispatchinformation is an IDS. It should be noted that any system that canretrievably store dispatch information can be used as the primary sourceof dispatch information. Preferably, the backup information devicedistributes the dispatch information electronically so that it does notrequire maintenance of the paper records for backup. As a result, thepresent invention avoids the capacity constraints of conventionalsystems that generate backup paper records.

In one embodiment, the present invention is a system for providingdispatch information to a service technician. The system includes aprimary source of dispatch information accessible to a technician and abackup information device accessible to the technician using an accessdevice in the event the primary source of dispatch information fails. Adatabase store is included for storing dispatch information from theprimary source of dispatch information. The database store transfersdispatch information to the backup information device when thetechnician cannot access the dispatch information stored thereon. Theinformation can be transferred from the primary source of dispatchinformation to the database store periodically or at pre-determinedtimes

In another embodiment, the present invention is a method for providingdispatch information to a service technician. The method includes thesteps of storing the dispatch information on a primary source ofdispatch information as well as in a database store. The information canbe stored in the database store periodically or at pre-determined times.When a service technician can no longer access the dispatch informationstored on the primary source of dispatch information, the methodincludes the step of transferring the dispatch information from thedatabase store to a backup information device. A request for dispatchinformation is received from a service technician while the primarysource of dispatch information is inaccessible to the servicetechnician. The requested dispatch information is provided to therequesting service technician from the backup information device inresponse to the request.

BRIEF DESCRIPTION OF THE DRAWINGS

FIG. 1 is a schematic diagram of a system for providing servicetechnicians access to dispatch information in the event of IDS systemfailure according to an embodiment of the present invention.

FIG. 2 is a diagram representing an architecture for storing dispatchinformation in an IDS database according to an embodiment of the presentinvention.

FIG. 3 is a flow chart for a method for providing dispatch informationto technicians in the event of an IDS failure.

DETAILED DESCRIPTION OF THE INVENTION

FIG. 1 is a schematic diagram of a preferred embodiment of a system forproviding access to distribution information for a service technician ifan IDS fails according to an embodiment of the present invention. An IDS101 includes a database server 102 and an application server 104. Anexemplary database server 102 is the V2600 available fromHewlett-Packard Company of Palo Alto. Calif. An exemplary applicationserver is the N4000 available from Hewlett-Packard Company. In general,IDS 101 can have one or more database servers and one or moreapplication servers. In addition, there can be multiple instances of IDS101 to perform dispatch functions in multiple geographies. For example,one IDS instance can be assigned to perform dispatch functions for thewestern part of a service area, and another IDS instance can performdispatch function for the eastern part of a service area.

Application server 104 preferably executes the IDS application. Databaseserver 102 preferably manages information stored in a database 103. Theinformation stored in database 103 includes information about customerswho have reported maintenance problems, as well as information regardingthe status of installation orders. Application server 104 obtainsinformation from trouble tickets corresponding to maintenance andinstallation service requests from database server 102.

A technician 106 is in communication with application server 104. Thiscommunication can be by any means for communicating with applicationserver 104. For example, technician 106 call use a laptop computer, atwo-way pager, a telephone (where application server 104 can becontrolled by voice command or by punching numbers in the telephone'skeypad), a personal digital assistant (PDA) or any other means ofcommunicating with application server 104.

Application server 104 provides technician 106 with information abouthis or her jobs, including what the job is, job location, trouble ticketor installation ticket number, customer information related to the job(e.g., customer name and telephone number), job scheduled time, who isassigned specific tasks related to the job and other information relatedto the job. When technician 106 completes work on a job, technician 106communicates with application server 104 to close out the trouble ticketcorresponding to the job. Upon closing out the trouble ticket,application server 104 can assign a new job to technician 106, accordingto the dispatch rules set up in the IDS application executing onapplication server 104.

A database store 108 is used to store an image of the data stored ondatabase 103. In an alternative embodiment of the present inventions aplurality of database stores 108 is used to store the information.Exemplary data stores 108 include the CLARiiON, Celerra and Symmetrixfamilies of products available from EMC Corporation of Hopkinton, Mass.

Periodically, or at user-designated times, the data stored in database103 is downloaded to database store 108. The download updates the datastored in database 103. For example, database store 108 may be updatedfrom database 103 every four hours. Alternatively, the data may beupdated at designated times during a day. For example, the designatedtimes may be chosen as 6:00 am, 10:00 am. 12:00 pm and 2:00 pm to moreaccurately coincide with the times when most changes are likely tohappen. For example, if the technicians begin working at 8:00 am, thereis not likely to be a significant load or ticket influx between 6:00 amand 8:00 am. Thus, it is likely that the information stored at 6:00 amwill be valid.

Preferably, database store 108 overwrites previously existing data withthe new data. Thus, database store 108 serves as a snapshot of theinformation in database 102 at particular times during a day.

The above-described architecture provides service technicians withaccess to dispatch information without requiring a phone call to anoperator when IDS 101 fails or some other event occurs that preventstechnician 106 from accessing the dispatch information stored ondatabase 103. The dispatch information is obtained from database store108 when database server 102 fails.

In one embodiment of the present invention, the dispatch information isstored on a backup information device 112 that can be accessed by aservice technician when IDS 101 fails. An exemplary backup information112 device is an e-mail server. Backup information device 112 can beaccessed by technician 106 to obtain his or her dispatch instructions orother job-related information. For example, the information may be alocation of the next job or information related to the current job, suchas the nature of the problem or pertinent customer information.

Database store 108 can determine when to send its contents to backupinformation device 112 by monitoring an alarm condition of databaseserver 102 that indicates when database server 102 is about to shutdown. When database store 108 receives an alarm or senses that databaseserver 102 will fail, database store 108 provides the snapshot ofdatabase server 102 that it has stored to backup information device 112.In addition, application server 104 causes the technician to communicatewith backup information device 112 to obtain dispatch information.

In another embodiment of the present invention, the information fromdatabase store 108 is transferred to the backup information devicewhether IDS 101 fails or not. Thus, in this embodiment of the presentinvention, database store 108 transfers its contents to backupinformation device 112 regardless of need.

Backup information device 112 can be located on any network 110accessible to database store 108. For example, database store 108 maytransmit its information through the Internet, a LAN, a WAN, an intranetor any other network available to database store 108. When IDS 101fails, technician 106 retrieves the information from backup informationdevice 112.

In one embodiment of the present invention, backup information device112 is an e-mail server. In this embodiment of the present invention,each technician is provided a unique e-mail account that is identifiedby an e-mail address that is unique to each technician.

The technician accesses the e-mail server using an e-mail account thathas been assigned to him or her using an access device. The accessdevice can be a wireless personal computer, a personal digitalassistant, a mobile telephone or other device that can access the e-mailserver. The desired dispatch information is then retrieved by thetechnician as an e-mail message.

The e-mail account is preferably protected to prevent unauthorizedaccess to the dispatch information. For example, the account can bepassword protected. When the technician access the e-mail account, he orshe must provide the correct password to retrieve the e-mail messagecontaining the dispatch information.

In another example, backup information device 112 is a databaseaccessible to the technician through a web browser using a web-enabledaccess device. Such web-enabled access devices include personalcomputers (PCs), personal digital assistants (PDAs) and other devicesthat can execute web-browsers that can be used to access the dispatchinformation. The technician logs into his or her web browser. Then, thetechnician enters the URL associated with the web page that providesaccess to the dispatch information.

The web browser implementation of the present invention preferablyincludes authorization protection to protect unauthorized personnel fromaccessing the dispatch information. For example, in one embodiment ofthe web browser implementation of the present invention, authorizationprotection is provided using a technician identification and a password.When the technician accesses the web site, the technician must enter hisor her identification and password to gain access to the dispatchinformation.

FIG. 2 illustrates a architecture for storing dispatch information inIDS 101 and in backup information device 112 according to an embodimentof the present invention. Preferably, the information is organized as ahierarchy. The hierarchy includes N assignment groups 202 a, 202 b . . .202 n. N is a positive integer. An assignment group preferablycorresponds to a geographic area to be served by the technicians in theassignment group.

Each assignment group has M supervisors. 204 a, 204 b, . . . 204 m. M isa positive integer that can be different for each assignment group. Eachsupervisor oversees P technicians 206 a, 206 b, . . . 206 p. P is apositive integer that can be different for each supervisor. Theinformation is preferably stored at the assignment group level. As aresult, all of the information for a particular assignment group isprovided when a request for dispatch information is answered.

Because the dispatch information is stored at the assignment grouplevel, the dispatch information required to respond to a particulartechnician's request must be extracted from the assignment group levelinformation provided in response to a request for dispatch information.In one embodiment of the present invention, the dispatch information foreach particular technician is extracted based on a technicianidentification. The technician identification can be any identificationthat uniquely identifies each technician. For example, the technicianidentification can be a social security number an identification code, aname or any other means for uniquely identifying each technician.

When a technician accesses backup information device 112, he or sheenters his or her technician identification. Backup information device112 extracts the information corresponding to the entered technicianidentification from the stored assignment group information and returnsthe information to the technician accessing backup information device112.

Preferably, the information is returned according to the method ofaccess. For example, where backup information device 112 is an e-mailserver, the information is returned to the technician in an e-mailmessage. Where backup information device 112 is a database accessiblethrough a web-browser, the dispatch information is returned to thetechnician as a web page.

FIG. 3 is a flow chart for a method for providing access to dispatchinformation to service technicians when a primary dispatch informationsource, such as an IDS, fails. The method begins in step 301 andimmediately continues in step 302 with the step of storing dispatchinformation in a database store. For example, as described above. IDS101 stores dispatch information in database store 108. The storage canbe performed on a periodic basis or at pre-designated times.

In step 304, the method determines if there is a failure condition thatcan prevent service technicians from obtaining the dispatch informationstored therein. Such a failure condition can be detected either as it ishappening or after it has happened. If there is no such failurecondition, the method continues in step 302 by storing dispatchinformation in the database store at the appropriate time.

If a failure condition is detected, the dispatch information istransferred from the database store to a backup information device instep 306. As described above, exemplary backup information devicesinclude e-mail servers and databases accessible by web servers. Afterthe information is transferred to the backup information device, in step308, technicians are provided connectivity to the backup informationdevice. For example, technicians can be switched from communicatingthrough an application server to communicating through an e-mail server.The switch can be performed by technicians and/or centrally locatedoperators. The switch can also be performed automatically, for example,by an application server or the technician's access device.

The method continues in step 310 by detecting a request for dispatchinformation from a technician. In step 312, the dispatch informationcorresponding to the requesting technician is extracted, if required.Extraction is required if the dispatch information is returned for agroup of technicians rather than on an individual technician basis. Forexample, as described above, the dispatch information is preferablystored at an assignment group level. Consequently, extraction isrequired for dispatch information returned by a system that groupsdispatch information at an assignment group level. The extracteddispatch information is transmitted to the technician in step 314. Themethod then ends in step 315.

In the foregoing method, steps 310, 312 and 314 are repeated for as longas the failure condition persists. When the failure is repaired, themethod executes step 302 and stores dispatch information from theprimary dispatch information source to the database store at theappropriate time.

The foregoing disclosure of the preferred embodiments of the presentinvention has been presented for purposes of illustration anddescription. It is not intended to be exhaustive or to limit theinvention to the precise forms disclosed. Many variations andmodifications of the embodiments described herein will be apparent toone of ordinary skill in the art in light of the above disclosure. Thescope of the invention is to be defined only by the claims appendedhereto and by their equivalents.

Further, in describing representative embodiments of the presentinvention, the specification may have presented the method and/orprocess of the present invention as a particular sequence of steps.However, to the extent that the method or process does not rely on theparticular order of steps set forth herein, the method or process shouldnot be limited to the particular sequence of steps described. As one ofordinary skill in the art would appreciate, other sequences of steps maybe possible. Therefore, the particular order of the steps set forth inthe specification should not be construed as limitations on the claims.In addition, the claims directed to the method and/or process of thepresent invention should not be limited to the performance of theirsteps in the order written, and one skilled in the art can readilyappreciate that the sequences may be varied and still remain within thespirit and scope of the present invention.

1. A system for providing access to dispatch information to a servicetechnician, comprising: a primary source of dispatch informationaccessible to the service technician; a database store for storingdispatch information from the primary source of dispatch information; abackup information device accessible to the technician using an accessdevice, wherein the database store transfers dispatch information to thebackup information device when the service technician cannot access thedispatch information stored on the primary source. 2-31. (canceled)